Error: 'The report response is invalid' when you click on Home

Products

• Mail Security for Microsoft Exchange

Issue/Introduction

When you open Symantec Mail Security for Microsoft Exchange (SMSMSE) and click Home an error, 'The report response is invalid' appears.

An error, similar to the following, appears in the Application Event Log:

 Time : Thursday, October 18, 2018 3:37:25 PM
 Outer Exception Type: System.InvalidOperationException
 Outer Exception Message: The 'Microsoft.ACE.OLEDB.12.0' provider is not registered on the local machine.
 Outer Exception Source: System.Data
 ---Outer Exception Stack Trace---
   at System.Data.OleDb.OleDbServicesWrapper.GetDataSource(OleDbConnectionString constr, DataSourceWrapper& datasrcWrapper)
   at System.Data.OleDb.OleDbConnectionInternal..ctor(OleDbConnectionString constr, OleDbConnection connection)
   at System.Data.OleDb.OleDbConnectionFactory.CreateConnection(DbConnectionOptions options, Object poolGroupProviderInfo, DbConnectionPool pool, DbConnection owningObject)
   at System.Data.ProviderBase.DbConnectionFactory.CreateNonPooledConnection(DbConnection owningConnection, DbConnectionPoolGroup poolGroup)
   at System.Data.ProviderBase.DbConnectionFactory.GetConnection(DbConnection owningConnection)
   at System.Data.ProviderBase.DbConnectionClosed.OpenConnection(DbConnection outerConnection, DbConnectionFactory connectionFactory)
   at System.Data.OleDb.OleDbConnection.Open()
   at Symantec.Cmaf.Reporting.DataAccess.ReportingDBAccess.SelectHomePageData(VirusStatistics& virusStatistics, Statistics& statistics, ChartData& chartData)

Source : System.Runtime.Remoting.Messaging.StackBuilderSink::_PrivateProcessMessage Thread:18
_PrivateProcessMessage at offset 0 in file:line:column <filename unknown>:0:0

Environment

Recently seen on an Exchange 2019/Windows 2019 Exchange environment, this symptom has occurred on Exchange 2013 environments in the past.
 

Cause

A call to Microsoft MDAC made by SMSMSE returned the message, The 'Microsoft.ACE.OLEDB.12.0' provider is not registered on the local machine.

Resolution

Perform a repair of the Microsoft Access Database Engine 2010 application:

1. open Control Panel
2. Click on Program and Features or Uninstall Program
3. Right click on Microsoft Access Database Engine 2010  and select repair.

Additional Information

If the Repair appears to exit without error, and the SMSMSE console still throws the error when attempting to display the Dashboard, a slightly different problem may have occurred. A corrupted copy of the executable "AccessDatabaseEngine_X64.exe" may have been used to install the Microsoft Access Database Engine 2010.

To check the attributes of the installer file for Microsoft Access Database Engine 2010

1. At the cmd prompt, use the cd command to navigate to the folder containing the file AccessDatabaseEngine_X64.exe
2. To confirm the size of the file, type:

   dir AccessDatabaseEngine_X64.exe 

   
   Expected output, bold added to emphasize the Size in Bytes column:

   06/01/2023  02:01 AM        28,631,968 AccessDatabaseEngine_X64.exe

3. To confirm the MD5 has of the file, type:

   powershell Get-FileHash -Algorithm MD5 AccessDatabaseEngine_X64.exe

   Expected output:

   Algorithm       Hash                                                                   Path
   ---------       ----                                                                   ----
   MD5             918456CC2045AE1C6A690CD3DC74E20B                                       C:\AccessDatabaseEngine_X64.exe

4. To confirm the SHA-256 has of the file, type:

   powershell Get-FileHash AccessDatabaseEngine_X64.exe

   
   Expected output: 

   Algorithm       Hash                                                                   Path
   ---------       ----                                                                   ----
   SHA256          0C41D59A27984FD3032149A2F065841DE9609DD3F756B3C3BA4836F02E7AC7C0       C:\AccessDatabaseEngine_X64.exe